Strategic Change Management Practices and Challenges at Safaricom Limited, Kenya

Abstract

Strategic management is all about identifying and embedding in the organization those changes that will ensure the long-term survival in the organization. Systematic methods are therefore needed to ensure that an organization change can be guided in the planned direction, conducted in a cost effective manner and completed within the targeted time frame and with the desired results. The aim of this study was to examine strategic change management practices and challenges at Safaricom Limited, Kenya. Primary data was collected using a comprehensive interview guide from the targeted interviewees, who comprised of senior management from key divisions including some middle level managers who are directly involved in strategic change management, and was analyzed using content analysis. From the study findings, excellent communication is upheld before and during any change. Communication through the staff council was also concluded to be amongst the practices used to pick employees feedback. The study also concluded that effective and supportive leadership is available to drive and sustain change. The study additionally concluded that strategic change management is recognized and celebrated in Safaricom. The study also concluded that the nature of the business necessitated participation of diverse work force whose management and optimization called for global experience. This negatively affected change for example need for frequent travels back home for expatriates, observance of certain holidays not practiced in Kenya. The study recommended that leaders must exhibit, and encourage within others, without a bias for action. Although strategic change management is recognized and celebrated in Safaricom some departments were concluded to be of the view that only senior managers take the credit and therefore the rewards. The study also recommended individual and group recognition as a necessary component of change management in order to cement and reinforce the change in the organization.